Today, organizations outsource most of their customer support activities to offshore call centres as they offer a wide range of benefits. Mentioned below are few suggestions that can help offshore call centres in maximizing their performance, and thus that of their clients.
Provide Constant Guidance And Feedback: Everybody makes mistakes in the beginning and requires some guidance. You should provide constant guidance to your agents as they would need it when they start the work. This will help them better understand things and build up their confidence. Moreover, you are also required to provide them with proper feedback regarding their performance, positives and negatives. If they are not told about their shortcomings then how would they correct them?
Reward Them As Per Their Performance: It is also important to tell your agents that every good performer will be rewarded. Reward those agents who performed up-to your expectations. If an agent achieves the goal that you set for him then reward him with bonus or a gift. This would motivate others to perform better. For example, inbound call centres can set an average call value as the goal for their teams and reward agents according to their performance.
Most of the vendors offering call centres services in India implement such performance enhancing strategies at their delivery centers. Therefore, it would be better if you hire offshore call centers In India for your various customer support requirements.